Your satisfaction is our top priority. While we ensure all rugs are carefully inspected before dispatch, we understand that in rare cases a return may be necessary.

Return Eligibility

Returns are only accepted for manufacturing defects or if the rug is damaged during transit.

You must notify us within 48 hours of receiving the rug.

Returns are not accepted for custom, bespoke, ex-display, or Archive Sale rugs, as these are made or selected specifically for you.

Return Procedure

Contact our Customer Care Team at:

Email: support@rugvine.com

Phone: +1 (929) 799-5015

WhatsApp: +61 489 995 643

Provide:

1. Photos of the rug (open, highlighting the issue)

2. Photos of the securely packed rug (ready for return)

3. Once approved, we will arrange pickup from your location at a time convenient for you.

4. Upon receipt, the rug will undergo a quality check.

5. If/When the return is approved, we will issue a refund for the amount excluding shipping, import, vat and custom duties or replacement as per your preference.

Refund Timelines

Refunds are processed within 5-7 business days after the returned rug passes inspection.

The refund will be issued to your original method of payment only.

Return Conditions

Rug must be returned in the original condition with all tags, labels, and packaging intact.

The rug must not be used, altered, washed, or damaged in any way.

Rugs with tampered or illegible serial numbers are ineligible for return.

We aim to make international returns as simple as possible. Our logistics team handles the entire pickup and return process – no additional shipping or customs paperwork required on your end.

For questions or assistance with your international order, feel free to reach out to our dedicated Global Client Services Team at support@rugvine.com. We're here to help at every step – from selection to delivery and beyond.